The Online Review Management Blog

Now is a unique time for customer reviews, and the rapid evolution of online reviews is continuing to change the customer experience game—for the better. If you’ve ever considered a review management plan, this quick history of reviews will show you why now is the time to put a plan in action for monitoring and […]

When your company is faced with negative reviews, how long do you have to respond? To answer this common question from companies, we need to understand the speed of negative reviews. We live in a marketplace fueled by digital conversations. In recent years, the term “word of mouth” has taken on a whole new meaning […]

Even for the best and brightest companies, online customer reviews can sometimes feel destined to hurt your company’s reputation. However, reviews are actually a platform for your customer service to shine. Sometimes that comes in the form of an excellent review because you delivered for the customer the first time. And sometimes it comes by […]

Would you make a purchase of $40,000 or more without doing your research? Neither will your market. While auto advertising effectively cultivates feelings — excitement from Lexus bows, warmth from Subaru dogs, and adventure from Mazdas peeling around corners — the resulting feelings most always lead to internet research by the consumer. And the searching […]

Welcome to 2021, when most every business in the service industry finds themselves understaffed. As a result, poor reviews are ravaging business reputations across the country. As recruitment and hiring continues, every company needs a review management plan.  Why reviews matter now, more than ever  Your staffing crisis doesn’t end with new hires. While many […]

When was the last time you opened your phone, searched for a local service or store on Google, and then called or visited that place? In the last day or so? Then you are statistically among the 46% of all Google searches considered local, which are searches commonly identified by terms such as “near me,” “in […]

Do you read reviews before going to a restaurant? If you answered yes, you’re not alone. According to the research, most people consult reviews before they will even set foot in a restaurant. More specifically, 58% of customers use reviews to help make a restaurant selection at least one-quarter of the time, with 36% saying […]

The Experience Maker Interviews Let Us Respond So often we forget to put ourselves in our customers shoes and miss the small details that can make or break both customer experience and brand reputation. But what does it take to go beyond just reviews and ratings and create a truly remarkable experience? Our VP and […]

Have you ever chosen a restaurant by googling, “restaurants near me,” and reading the reviews? Who hasn’t read Amazon product reviews to select a product? Today, virtually everyone relies on some sort of peer review before making a purchase decision. Customer reviews are just as—if not more—powerful for businesses as they are for customers. Based […]

If you’re the head of social customer service and in charge of making sure your team answers online reviews, the following scenario may sound familiar. It’s your responsibility to make sure customers are happy, and this includes responding to all customer reviews as soon you receive them.  While the expectation is there to stay on […]